Labels on WhatsApp Web, even on a regular WhatsApp account
Regular WhatsApp has no labels and Business labels are turning into lists. See how to label customers on WhatsApp Web and track them on a Kanban board.
Can you use labels on a regular WhatsApp account? Not natively: labels are a feature of the WhatsApp Business app, not of regular WhatsApp, and in that app they are being replaced by lists. On WhatsApp Web, Zapext adds labels and a Kanban board to the number you already use, regular or Business, without changing apps and without the WhatsApp Business API.
This guide covers the three paths: stay on regular WhatsApp and add labels through a Chrome extension, switch to the WhatsApp Business app, or use Business labels on WhatsApp Web. Zapext runs on a desktop or laptop in Chrome or a Chromium browser such as Edge or Brave; there is no mobile version.
The problem: customers mixed in with everything else
If you sell from a regular WhatsApp number, you know how it goes. Yesterday's quote sinks under a family group. The customer who asked you to call back on Friday is forgotten. Nobody knows who has paid and who is still deciding. Without labels, the chat list is a queue in arrival order, and you rely on memory to know who is a lead, who is a customer and who is waiting for a reply.
Labels on regular WhatsApp: what exists today
Regular WhatsApp has no labels. It offers personal organisation tools: pin, archive, mute and chat filters such as Unread and Groups. Since late 2024, regular WhatsApp also lets you create custom Lists: named groups of chats that sit in the filter bar[1]. You could make a list called "Quote sent", for example. Lists sort chats, but they give you no pipeline, no reminders and no view of every stage on one screen. You have two honest options:
- Switch to the WhatsApp Business app. It is free and includes native labels with a name and a colour. For many small businesses this is enough.
- Keep the app you use now and add labels on WhatsApp Web through a Chrome extension such as Zapext. This option is for people who want labels plus a sales pipeline without changing apps. The step-by-step section below shows how it works, and our short how-to on labels on regular WhatsApp Web covers the basics.
WhatsApp Business labels: the 20-label limit and the move to lists
If you used labels in the Business app and cannot find them where they used to be, it is probably not a bug. According to the WhatsApp Help Center, the Business app allows up to 20 labels, and labels are now being turned into lists in a gradual rollout, so not every account sees the same screen[2]. Before you assume something is broken, update the app and look for Lists.
On a computer, WhatsApp announced labels for WhatsApp Business on Web and Desktop in January 2019[3]. WhatsApp is rolling lists out gradually. Some Business accounts may not see labels or lists on WhatsApp Web yet.
If you need an organisation layer that does not move when WhatsApp redesigns a feature, a CRM extension on WhatsApp Web is an alternative. Zapext labels live inside the extension, not inside WhatsApp's own label menu, so they work the same way on a regular and a Business account. Create the labels your process needs.
Comparison: regular WhatsApp, WhatsApp Business app and Zapext on WhatsApp Web
The table compares the three options as of 24 Oct 2026. WhatsApp adds organisation features over time, so check the current app before you decide.
| Feature | Regular WhatsApp | WhatsApp Business app | Zapext on WhatsApp Web |
|---|---|---|---|
| Labels | No labels; custom Lists only | Up to 20, moving to lists | Yes, on either account type |
| Kanban pipeline | No | No | Yes |
| Follow-up reminders tied to a sales pipeline | No | No | Yes |
| Backup, import and export | Chat backup | Chat backup | Yes, for CRM data: labels, pipeline, notes |
| Requires switching to another app | — | Yes, if you use regular WhatsApp today | No |
One more difference matters for planning: WhatsApp's own labels or lists are tied to your WhatsApp account. Zapext labels are stored on the computer where the extension is installed, inside Chrome or a Chromium browser.
How Zapext organises customers with labels and a Kanban board
Labels answer "who is this contact": where they came from, what they are interested in, whether they buy retail or wholesale. The Kanban board answers "where does this deal stand": every chat becomes a card that you drag between stages such as New contact, Negotiating and Closed. Together they turn the chat list into a pipeline you can see on one screen. The Kanban on WhatsApp Web guide shows how to build the board, and the WhatsApp CRM guide shows how labels, pipeline and reminders become one process.
Labels also do two practical jobs. They help you decide who should receive a list message: only contacts who agreed to hear from you, in reasonable volumes, sent gradually and within WhatsApp's Business and Terms policies[4]. List sending runs only while your computer is on and WhatsApp Web is open. Labels also pair with reminders, so a follow-up promised for Friday is not forgotten.
Your CRM data (pipeline, labels and notes) is stored encrypted on your computer; you can back it up, export it and import it whenever you want. The content of your chats is not sent to Zapext servers. Because the data lives on your machine, make regular backups. The security page explains what reaches Zapext and what does not. Install on Chrome to see the labels on your own chats.
Step by step: labels on WhatsApp Web with Zapext
- Open the Zapext listing on the Chrome Web Store and click Add to Chrome. Use a desktop or laptop with Chrome or a Chromium browser such as Edge or Brave; there is no mobile version.
- Open web.whatsapp.com and sign in to WhatsApp Web the way you always do. This is WhatsApp's own login and works with a regular or a Business account.
- Zapext appears as a tab on the left side of the screen. Click the avatar icon and log in with your email and password, or create your Zapext account right there. Zapext never asks for your WhatsApp password.
- Create the labels for your process, for example New lead, Quote sent, Customer and After-sales.
- Apply labels to chats and move contacts across the Kanban columns as each deal progresses.
- Back up or export your CRM data whenever you want.
The installation guide walks through each step. On first open, a short tour of about 60 seconds shows where everything is.
Label ideas by type of business
| Business | Suggested labels |
|---|---|
| Shop or online store | New order, Awaiting payment, Shipped, Return |
| Clinic or salon | First visit, Booked, Follow-up, No-show |
| Services and repairs | Quote, Approved, In progress, Done |
| Real estate, insurance or coaching | Hot lead, Visit booked, Proposal, Closed |
Start with the words your team already uses when talking about customers. A label nobody understands is a label nobody applies.
Labels or Kanban: when to use each
Use labels for traits that rarely change: the source of the contact, the product they asked about, wholesale or retail. Use Kanban columns for the deal stage, which changes with every conversation. A simple rule: if the information answers "who is it", make it a label; if it answers "where does it stand", track it on the Kanban board. Most small teams do well starting with five to seven labels and adding context labels later, once the first set is in daily use. That is advice about habits, not a product limit.
Try it on your own WhatsApp Web
Zapext works with regular and Business accounts on WhatsApp Web, without the WhatsApp Business API, with a flat monthly or yearly price rather than a fee per conversation, and with no lock-in. On the Chrome Web Store it has 552 users and a 5.0 rating (45 reviews), figures seen on 24 Oct 2026[5]. The Starter plan costs ≈ US$ 57/year (≈ US$ 4.76/month) or ≈ US$ 9.60/month (charged in Brazilian reais (BRL) at 5.2 BRL/USD, rate of 28 Sep 2026), with a 7-day money-back guarantee[6]. Install on Chrome; all prices are on the pricing page.
Sources
- [1] WhatsApp users can now filter chats with customized lists — TechCrunch (2024-10-31). accessed 2026-10-24.
- [2] How to use labels — WhatsApp Help Center — WhatsApp (2026). accessed 2026-10-25.
- [3] Celebrating one year of WhatsApp Business with new web and desktop features — WhatsApp Blog (2019-01-24). accessed 2026-10-25.
- [4] WhatsApp Business Messaging Policy — WhatsApp (2026-09-23). accessed 2026-10-25.
- [5] Zapext — Chrome Web Store listing (users, ratings and current version) — Chrome Web Store (Google) (2026). accessed 2026-10-24.
- [6] Zapext — Plans and pricing (charged in Brazilian reais, BRL, with US dollar estimates) — Zapext (2026). accessed 2026-10-24.
Frequently asked questions
How do I add labels on regular WhatsApp?
Regular WhatsApp has no native labels. If you work from a computer, install Zapext from the Chrome Web Store, open WhatsApp Web, and label chats from the Zapext tab on the left side of the screen. No Business account is needed. Zapext works on desktop only; there is no mobile version.
My WhatsApp Business labels disappeared. What happened?
According to the WhatsApp Help Center, labels in the Business app are being turned into lists, and the rollout is gradual, so some accounts already see the new screen while others do not. Update the app and look for Lists before assuming a bug.
Can I use labels on WhatsApp Web?
Business accounts can use WhatsApp's native labels or lists on WhatsApp Web where the feature has rolled out to that account. Regular accounts have no labels, only custom Lists that sort chats. For labels on a regular account, switch to the Business app or add an extension such as Zapext, which adds labels and a Kanban board on WhatsApp Web.
Why don't labels show up on my WhatsApp Web?
If your account is regular, the feature does not exist. If it is a Business account, it may already be on the version with lists instead of labels, or the change may not have reached it yet. If you installed Zapext, its labels appear only after you open the Zapext tab on the left and log in.
Do I need to switch to WhatsApp Business to label customers?
Not if you work from a computer. Zapext adds labels to both regular and Business accounts on WhatsApp Web, so you do not need to change apps. The Business app is free and gives native labels on the phone too, though they are moving to lists. The extension option is for labels plus a pipeline on a desktop.
How much does Zapext cost?
Starter costs ≈ US$ 57/year (≈ US$ 4.76/month) or ≈ US$ 9.60/month; Plus costs ≈ US$ 192/year or ≈ US$ 25/month. Both are charged in Brazilian reais (BRL) at 5.2 BRL/USD, rate of 28 Sep 2026. There is a 7-day money-back guarantee and no fee per message or conversation.